COVID-19 APPOINTMENT GUIDE

COVID-19 Appointment Guide

Please ensure that you read our Covid-19 appointment guide prior to your appointment or booking an online appointment.

See the government response to Coronavirus – https://www.gov.uk/coronavirus

Last Updated: Thursday 5th November 2020

 

Vets are essential businesses meaning we will remain open throughout the second lockdown. We will continue to see routine and urgent cases as normal although we have been asked to minimise the number of people visiting our practices where possible. To reduce the number of people coming into our practices we can provide phone consultations where possible, please read the section “Phone Consultations During Covid-19” below for more information on phone consultations.

We will continue to follow the latest advice from the Government and representatives in the veterinary industry and have any updates on our website.

 

Phone Consultations During Covid-19

Stanley House Vets currently offer phone consultations due to the Coronavirus lockdown in line with the Government guidelines. Phone consultations are great for more minor problems that your pet may have.

If you would prefer to have a phone consultation please let a member of our reception team know. Phone consultations are unavailable to book online.

Benefits of phone consultations:

  • You can remain in the comfort and safety of your own home.
  • Helps minimise avoidable travel for our clients.
  • Minimises any avoidable contact between our staff and clients.

How does it work?

If your pet is unwell, we will assess if we can help your pet remotely and you may be offered a phone consultation. If you wish to have a phone consultation you will be put on our phone call list and a vet will give you a call back as soon as they possibly can.

Will I be charged?

Yes, you will be charged for a phone consultation and a pre-payment will be taken over the phone by a receptionist. The cost of a phone consultation is discounted to £32.

However, if your pet needs to be physically seen by the vet you will not be charged a second consultation. The difference between a phone consultation and a normal consultation will be charged along with any medication that may be prescribed. If you are a member of our Pet Health Plan you will continue to receive discounts on consultations and any required medication.

 


 

Please ensure that you are well and contact us to defer your appointment if you have any symptoms of Covid-19.
If you or anyone close to you is unwell or has any signs of Covid-19 and your pet needs to come and visit us, please inform our receptionists and we will do all we can to arrange appropriate treatment while not exposing any of our staff to unnecessary risk.

If you have symptoms of Covid-19, we would ask that all non-urgent appointments are rearranged for at least 14 days after your symptoms started. If the appointment is an emergency and we would need to see your pet, we will need to take extra precautions and ask that you arrange for someone else to bring your pet to the surgery.

Please click here for information regarding test and trace.

 

We have put procedures in place to try and ensure the health and well-being of both staff and clients whilst trying to continue to offer the best possible treatment to your pets.

  • Please ensure that you arrive at your allocated appointment time. If you arrive early for your appointment, we ask that you remain outside of our surgery until it is the allocated time of your appointment.
  • Upon entry of any of our branches you will see we have a limit of how many clients can be in our buildings at one time. Please check when you arrive if the building is already at full capacity and if it is please stay outside until we can accommodate you.
  • To limit the amount of people in the reception area we may ask for a pre-payment for routine appointments.

When entering our waiting areas:

  • If you are entering any of our surgeries please ensure you wear a face covering and use the provided hand sanitiser located at the entrances at all of our surgeries.
  • Please ensure you also wear a face covering when interacting with our staff inside or outside, this applies to all of our surgeries.
  • If you are exempt from wearing a face covering please wear a visor if possible.
  • Please maintain at least 2-meters distance apart from any staff and other clients.
  • At Colne if there are 2 clients per reception desk already inside the building, you must wait outside.
  • At Burnley and Barnoldswick if there are 2 clients already in the reception waiting areas, you must wait outside.
  • We ask that only one person per pet visits our surgeries unless necessary.
  • There will be cleaning facilities provided in our waiting areas for you to wipe down seats before sitting. There will also be another hand sanitiser provided for
    after you have used the spray bottle etc.
  • There are limited seats in our waiting rooms so clients are able to socially distance within our surgeries, please do not use seats that are marked with an ‘X’.

Your appointment:

  • You are now able to accompany your pet in to the consulting room. All of our staff are provided with appropriate PPE.
  • If your pet needs to be restrained for examination, we will ask one of our animal handlers to hold your pet as we need to maintain social distancing rules.
  • If your pet needs any procedures such as a blood test, we may take your pet into a treatment area so a nurse can help the vet.
  • Once the vet has finished the consultation and you have been given any medication your pet may need, you will be asked to go back to reception to pay for your pets treatment.

Payments and exiting our surgery:

  • To limit the amount of people in the reception area we may ask for a pre-payment for routine appointments.
  • Once you have settled your account please leave the premises whilst maintaining social distancing from staff and other clients.
  • We ask that you exit as quickly as you can as this will allow other clients to enter the building.

 

If you would prefer to wait outside or in your car when attending our surgeries for your pets appointment, please follow the appointment guide below. Please ensure that you let our reception team know prior to your appointment that you would prefer to wait outside or in your car whilst your pet is examined.

  • Please ensure that you provide our reception team with a correct mobile number and that you bring this mobile with you to your appointment so we are able to contact you.
  • If you are booking an appointment online, please enter your correct mobile number into the section “Any specific comments for this visit”. Please ensure that you bring this mobile with you to your appointment so we are able to contact you.
  • Please arrive 5 minutes before your appointment time and stay in your car, you do not need to call us to let us know that you have arrived. The vet will call you on the mobile number you provided when you booked your appointment.
  • If the vet has not called you 5 minutes after your appointment time please contact the surgery and let the receptionist know that you are waiting for the vet to call you.

Colne – 01282 863 892

Burnley – 01282 421 215

Barnoldswick – 01282 852 390

  • Please ensure you wear a face covering when interacting with our staff inside or outside, this applies to all of our surgeries.
  • If you are exempt from wearing a face covering please wear a visor where possible.
  • When the vet first calls you, they will want to discuss your pet’s clinical history and the nature of the appointment.
  • The vet will then tell you which door a member of staff will meet you at to collect your pet from you.
  • The vet will then examine your pet in a consult room whilst you wait in your car. Waiting in your car will help with social distancing and avoid people congregating at our doors.
  • Once your pet has been examined, the vet will call you back to discuss your pet’s health.
  • Then the vet will tell you which door to go to where you can collect your pet from them. When collecting your pet, you will be required to go to reception to settle your account and collect any medication that your pet may need.

If you are entering any of our surgeries please ensure you wear a face covering and use the provided hand sanitiser located at the entrances at all of our surgeries.

If you are exempt from wearing a face covering please wear a visor where possible.

Please maintain at least 2-meters distance apart from any staff and other clients.

At Colne if there are 2 clients per reception desk already inside the building, you must wait outside.

At Burnley and Barnoldswick if there are 2 clients already in the reception waiting areas, you must wait outside.

We ask that only one person per pet visits our surgeries unless necessary.

 

May we take this opportunity to not only thank you for your custom but also for following our Covid-19 appointment guide which will help keep both our staff and clients as safe as we possibly can.

Take care and stay well – From all our staff at Stanley House Vets

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